Transfer or Refund

Transfer to someone else

In most cases it is possible to transfer your entry in an event to someone else. Please note that any payment for this transferred ticket is arranged between yourself and the person taking over the entry. Some organisers may charge a ‘release fee’ which must be paid by the person giving up the place.

• Log into your profile at Results Base• Select Your orders• Find the order which contains the entry to the event and click the Signed up link• Find the name of the person whose entry you are transferring and click Change owner. You will be prompted to enter the email address of the person who is taking over the entry and they will receive an email with all the necessary information and links.

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Get a refund or deferral

In general, you are not entitled to a refund from us of your event entry, all refund requests should be made directly to the organisers (see our Terms and Conditions).

Some organisers will not provide refunds but do allow a deferral to another event or to the next running of the event that you have entered. Again, please contact the organisers direct to arrange this.

Information on how to contact the organiser is always provided on the event entry page on the right-hand side and is also shown in a contrast coloured bar across the bottom of the event information.

Contact the organiser

You can always find the organiser contact information on the event page. You can also find them by searching for the event in question below.

The event has a queuing system

Some events, mainly those which will sell out very quickly, are set up with a queueing system. This regulates the number of people who can enter at any one time and helps manage the load on our systems.

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Change my order

All permitted changes to an order can be made through the profile that you signed up for the event through. If someone else placed the order for you then the changes must be made through their profile.

If you signed up for the event without creating a profile then the temporary login that can be used to get back into the system with will be shown on your receipt.

If you have a profile and have forgotten the password then use the FORGOT PASSWORD option on the main login page. This will email your registered email address with a secure link.

For more information on changing items in an order see the Order Updates page.

Transfer to someone else

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Change a participant or team member

1) Log in to your profile on Results Base2) Select Your orders3) Find the order which contains the entry to the event and click the Signed up link4) Select Edit next to the name of the person you wish to change.

IMPORTANT: do not change the name of the person by editing their Athlete record in your profile! Changing that will affect any past result or future order that person may have had in the system.For more information on how to update team members, as opposed to individual entries, see the Team Management page.

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Change distance, start group or wave

Note that not all events will allow you to make changes to the distance that you have entered or the wave/start group that you have selected. If those options are not available when you follow the steps shown below you should contact the organisers direct.

1) Log in to your profile on Results Base2) Select Your orders3) Find the order which contains the entry to the event and click the Signed up link4) Select the option you wish to modify and click the appropriate link.

If the new distance is more expensive you will be charged the difference and this must be paid before the change will be made. If the new distance is cheaper no refund will be made.

You can only make changes if the distance, wave or start group has places available.

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Change T-shirt size

Note that not all events will allow you to make changes to the size/type or colour of T-shirt you selected when you placed the order. Many events will also have a cut-off point so make sure that you action any changes before that time.

1) Log in to your profile on Results Base2) Select Your orders3) Find the order which contains the entry to the event and click the Signed up link4) Select the item you wish to modify and click the appropriate link.

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Change or add supplementary items

Note that not all events will allow you to add supplementary items to your order once it has been placed. Some events will operate a Shop (generally shown as a separate tab on the event entry page) where you will be allowed to buy merchandise but this will be on a separate order to your original event entry.

1) Log in to your profile on Results Base2) Select Your orders3) Find the order which contains the entry to the event and click the Signed up link4) Select the item you wish to modify and click the appropriate link.

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Update answers to questions, ICE details, etc

During the event entry process you may have been asked some supplementary questions: estimated times, emergency contact details, transport preferences, etc. All these can be updated.

1) Log in to your profile on Results Base2) Select Your orders3) Find the order which contains the entry to the event and click the Signed up link4) Select the item you wish to modify and click the appropriate link.

Results

Result not in my profile

Remember that your results will only be in your profile if you placed the event entry through that profile!

If you just want the result added to your profile, make sure you are logged in on Results Base, find the result you want to claim and click your name to get to the detail page. At the bottom of that there will be a link that says Add this result to my profile. Click this and authorise the link to be made.

If someone else made the entry for you and you want to have that in your profile as well then get the person who made the entry to transfer it to you (it doesn’t matter that the event has already happened!). Instructions for how to transfer an entry are here.

If you have ended up with multiple profiles on Results Base you can merge them together. To do this log into the profile you wish to keep and then select Edit Profile – you’ll see a section on merging profiles.

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Result is incorrect

If you think that the result for an event is wrong you should email timingcrew@resultsbase.net and please ensure that, along with your comments on why you think it’s wrong you include:

• Your bib number• The name of the event – amazing how many emails we get that forget this!• Where you wore the timing chip• When you started the event (wave, time, name or number of someone you started with)• When you finished (watch or GPS time, name or number of someone you finished with)• Any other relevant information that may help us (were you a late entry or substitution, did you change event/wave/distance on the day, do you have a GPX file, etc)

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How to print a certificate

Most events include the capability of printing off a certificate of your finishing time. To get one, click on your name in the results to get the result detail page where all your splits and other additional data is presented. There is a Print Certificate button on this page - the certificate is actually a downloadable PDF that you can save or print as required.

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Positions in a sportive

Sportives are defined as a 'non competitive event'. They have to be or they simply would not be allowed to take place on public roads because all sorts of other regulations kick in if you are organising a cycle road race - the main one being that the field has to be a very small number of people! And, yes, there are one or two exceptions to this, mainly where the entire route is a closed road.

Because of this we follow the traditional method of presenting the times in surname order and no positions are shown.

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Age categories

Often a cause of confusion! And the situation is often further muddled by event organisers having prize categories which do not relate to the official age categories...

Where we publish age categories in the results they are based on the athlete's date of birth as provided by the organisers and the most common issue is where people believe that they are in a different category because they don't realise that the ages are calculated on a specific date rather than the date of the event.

Oh, and if your category is down as 'YOB' or 'UNK' then it's generally because there was something wrong with the date you entered and we cannot work out your age. Usually it's because you put the current year in there rather than the actual year of birth. You can fix this in MY PROFILE for future events but do also remember to fix it in MY ATHLETES as well so any other events you have already entered get updated.

Triathlon, duathlon and aquathlon events run under British Triathlon/ITU/WTC (Ironman) rulesThe official age groups for adults are in five-year bands from 20 (eg 20-24, 25-29, 30-34, etc). All ages are taken at 31st December and NOT the date of the race. Children are arranged in groups under the TriStar label with a minimum age (on race day) of 8 and then (on December 31st) 9-10, 11-12, 13-14, 15-16 (Youth) and 17-19 (Junior).

So, if your age category is showing you as, say, 40-44 and you are only 39 on race day it's because you will be 40 on December 31st and you've 'aged up'. Sorry, but that's the way the triathlon world works!

Running eventsAge groupings here are governed by UK Athletics and/or the IAAF - and you'll need to check which set of rules the event is being run under!

The UKA rules for athletes under 17 are so complicated that you'll need to take a degree course to work them out but the U20 group are 17, 18 or 19 on 31st August.

Senior athletes are aged at least 20 years of age on 31st August and Masters are at least 35 years of age on the day of the competition. Masters are further subdivided into M35, M45, M55, M65, F35, F45 and F55 categories.

Some organisers use 20-39 as Male Senior and then 40+ as the veteran categories (usually 40+, 50+ and 60+). Women are treated differently so Female Senior is 20-34 and then the 35+ are in the veteran categories (usually 35+, 45+ and 55+).

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I have a penalty, what for?

All issues relating to penalties for rule violations in events are dealt with by the appointed referee. We have no authority to add/remove/alter any penalty issued and if you believe that there is a genuine case for a penalty to be looked into you need to contact the relevant official via the organiser of the event.

British Triathlon rules state that all penalties must be posted at the event by the Chief Referee(only he/she can award a penalty even though there may be multiple referees at an event) and that there is both a time limit and a standard process for lodging an appeal which need to be carried out. Please also note that some penalties cannot be appealed, check the British Triathlon website for their current rules and regulations. Again, please talk to the organiser/BTF rather than us because we simply cannot do anything about the situation.

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Collecting my results together

Your Results Base profile acts as a collection point for your results. Any order placed through your profile will automatically collect the corresponding results into your personal archive but you will probably have done other races where you entered using another system or even paid on the day. Providing the event was timed by Results Base that's not a problem, all you need to do is to go to the details page for the result (click on your name in the results) and at the bottom of the page you'll see a link that says Add this result to my profile and the job is done! And, if you don't have a Results Base profile then this will create one for you so you can collect all your other results on Results Base into it.

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Receipt

Where is my receipt

When you entered the event and completed payment the system will have automatically sent you an email. If you don’t get a receipt email within a few minutes of placing the order then it may be due to several things:

• It is possible that your email system may have marked this in some way and filtered it into a junk / spam / advertising folder automatically so it is always worth checking those.• If someone else entered you into the event then, because they paid for the entry, they will have the receipt.• You may have mis-typed your email address, or used one that isn’t your primary address. Log into your profile and check Your Orders.

If you are looking for a receipt for an order placed some time before then you can log into your profile on Results Base, select Your Orders and click the Details link on the relevant order, this can be printed out and corresponds to your original receipt.

For any upcoming event, you can get a new receipt email generated by the system and emailed to you by clicking this link.

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What is my race #

Most events will number up their entrants one or two weeks before the event. You will be able to see this list by selecting the Participants tab on the event entry page. Some organisers will show the whole list, others will expect you to type in your name and search.

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Where is my ticket

Your original email receipt is your proof of entry and you should generally take this with you to registration to pick up your race pack, bib number, timing chip, etc.

Where an organisers posts these packs out in advance they will send them to the Athlete address rather than the Profile address so make sure that this is updated in the case of moving house, changing club, etc.

All information relating to the event, such as when race packs should be collected / are being posted out, will be communicated by the organisers, not by Results Base.

Event

Practical information about the event

For all event information please see the event organiser’s website. Information on how to contact the organiser is always provided on the event entry page on the right-hand side and is also shown in a contrast coloured bar across the bottom of the event information.

Contact the organiser

You can always find the organiser contact information on the event page. You can also find them by searching for the event in question below.

Rules and terms

Any specific requirements regarding the event, the rules that it is being run under and the governing body which has authorised it will all be shown on the event organiser’s website. Information on how to contact the organiser is always provided on the event entry page on the right-hand side and is also shown in a contrast coloured bar across the bottom of the event information.

Contact the organiser

You can always find the organiser contact information on the event page. You can also find them by searching for the event in question below.

Where is the event

The event location will generally be shown on the event entry page, either on the right-hand side or in a map at the foot of the page.

If the event has tracking enabled, allowing you to track one or more competitors during the event, there will be a Tracking tab shown on the page. If the organiser has provided downloadable GPS files then these will be linked from the event description section but are more likely to be on the organiser’s own website.

For all event information please see the event organiser’s website. Information on how to contact the organiser is always provided on the event entry page on the right-hand side and is also shown in a contrast coloured bar across the bottom of the event information.

Contact the organiser

You can always find the organiser contact information on the event page. You can also find them by searching for the event in question below.

Help with registering for an event

If you are having problems registering for an event please email us at online@resultsbase.net and remember to include:

• The name of the event you are trying to enter (that’s the full name, not just ‘the 10k’!)• Some details of what you are using to register (the browser, the OS, the type of device)• A screen shot of any error messages or odd behaviour

The more information you can provide the easier it will be for us to help you.

For multisport events we use an ankle-mounted tag that comes with either a Tyvek or neoprene and velcro strap to secure it. The tag should be fitted onto the strap and then secured around the left ankle. We recommend the left ankle is always used because this eliminates any risk of the strap being caught in the chain of your bicycle - it has nothing to do with timing system performance

Always wear the tag on the outside of your leg, not inside where it will bang on the pedal crank and annoy you or behind where it will probably rub on your heel.

Always fit the timing strap and tag before putting on a wetsuit - if you put the strap over the wetsuit you effectively tie the suit onto your leg and transition will become a major struggle!

NEVER wear the tag around your wrist -a common mistake with relays, especially in the run leg.The timing mats and antenna are down at ground level, not a metre or so up in the air!

Multisport chips and straps MUST be returned after you finish a race - they are expensive and organisers will typically bill you between £5 and £35 for any lost tags and straps.

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Gun time Vs Chip time

Pretty much every mass start event; run, triathlon, swim and more besides, has what is called a 'gun' start. That's the time that the race officially started and is often signalled by a gun or hooter. Your 'gun time' for an event is the difference in time between this time and the time that you finished. This is the time that will be used to calculate your overall position or ranking.

An event with a gun start may have many waves, triathlon being a typical example, and in this case each wave will have its own gun start time.

When an event provides a start line timing point, and many running races do, you'll also get a time recorded when you go across the mat. You may cross the mat some seconds (or even minutes!) after the official start. Your 'chip' or 'net' time is the difference in time between this starting time and the time that you finished. This is your personal 'point to point' time for the race, it is not generally used to calculate positions, etc. Use it for bragging rights about your PBs but remember, it's the first person over the line who wins in a running race!

Some events do have individual starting times; typically cycle time trials and sportives and some multisport races where you start either individually in a pool or in very small groups. Here there is no actual 'gun' time and so only the 'chip' time gets used.

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Profile

Why do I need a profile?

The key to the way that Results Base works is the athlete profile. As well as holding your personal details such as postal and email address, date of birth, gender, etc. and so allowing you to enter events really quickly it also provides two other key resources.

First, you can add additional athletes to your profile so you can manage multiple entries at the same time: great for team events, relays, club entries, etc. Just select the athlete you want to enter and add them to the list. There's nothing to stop one of these athletes creating their own profile, you can just transfer their entries across later.

Because all these athlete details are held and managed through your profile it's possible for you to update any of them at any time so moving house, changing phone number or getting a new email address added just takes a moment. This information is automatically updated on any race entry that was made through your profile as well so you don't need to tell the organiser you've moved/got a new email/changed club, just update the athlete details and the organiser will get the updated information when they download the entry list.

Remember, your address details in your PROFILE (My profile) are those we use for communicating with the person who placed the order. The address details in the ATHLETE record (Your athletes) are the ones that will be used for the organiser to communicate with people who have entered an event. If you need to update your profile (email/phone/address) you will probably also need to update your corresponding athlete record as well.

Your profile does NOT hold any payment details, only your orders. All payment information is handled by our secure payment gateway and no card information is stored in your profile.

Secondly, your profile also acts as a collection point for your results. Any order placed through your profile will automatically collect the corresponding results into your personal archive. It's also possible to collect a previous result where the event was timed by Results Base, even when you entered using another method. All you need to do is to go to the details page for the result (click on your name in the results) and at the bottom of the page you can click on LINK THIS RESULT TO MY PROFILE and the job is done! And, if you didn't have a profile then this will start the process of creating one for you.

PLEASE NOTE: Adding someone to your profile while you are completing an event entry is NOT the same as actually entering them in the event! The process goes: create your profile, add any additional athletes to your profile and then for each person in your profile select which race in the event you are entering them in.

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Forgot your password?

We all have those "I just can't remember ... " moments so you'll find a link on the profile login page that will generate a new password and email it to you. Please always regard this as a temporary password and use the EDIT PROFILE option in your menu bar to replace it with one that you have created.

If you can't think of a password, or always tend to use the same one (never a good idea!) try the "Thing, Colour, Place" method - just think of your favourite thing in a colour and place. That will generally give you a strong password, especially if you use both upper and lower case letters and add in a symbol or number. For example, PurpleBeachSamosas! is going to be a hard one to crack, according to the How Secure is my Password site it would take a desktop PC about 392 quadrillion years to unravel...

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I have two profiles!

OK, it happens! You completely forgot you had entered an event a couple of years ago using the Results Base system and you have set up a second profile. And now you want to merge them so all your athletes and results are in one place.

Easy! Just log into one of the profiles, we suggest this is the one you want to keep but it doesn't matter, and then go to My Area and select the Edit profile tab.

On the right-hand side at the bottom you'll see a MERGE PROFILES button.

Click this and you'll go to a Merge profiles page that allows you to log into your other profile.

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How can I remain anonymous

When you enter an event we obviously need to know who you are so that the organiser can make the necessary arrangements. However, you might not want the world to know about your entry (as in keeping your name off the participants list) or you might not want your name to appear on the event results.

Once you have entered an event and the order is in your profile you can change the privacy settings for each of the participants that you have registered.

To do this you must be logged into your profile, select ‘Your orders’ from the My Area menu and then select the order relating to the event by clicking on the blue Signed up (x) link.

The order details for each participant will now be shown and you can click the PRIVACY link to adjust the privacy settings for that participant.

There are two options, Hide name and Hide your images.

Selecting Hide name will replace your name in the event participant list and results with an anonymised version – this will be in the correct position in the results but not identifiable as you.

Selecting Hide images will disable any uploaded images or video from appearing in your public results. Please note that this only applies to images that have been uploaded to Results Base, it does not prevent images from being distributed to other sites by event photographers, etc.

If the event entry was done through a different portal, ie not Results Base, but we have timed the event and published the results you can still request that your results are anonymised but you will need to email online@resultsbase.net and include the event name, your race number and your name as it appears in the results. This can only be done after the results have been generated.

Information about your query

Which race/event is this related to?

Don't know / does not apply

What is your order number?

Don't know / does not apply

Participant name and race number

Don't know / does not apply

Your message or questions

To help you in the best possible way, please explain your problem or state your question, and include any relevant details. Bear in mind that we handle many different events and participants every day, so please provide us with enough information to help you in the right direction.